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Business Profile

Carpet and Rugs

Muddy Mat

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Carpet and Rugs.

Complaints

This profile includes complaints for Muddy Mat's headquarters and its corporate-owned locations. To view all corporate locations, see

Find a Location

Muddy Mat has 2 locations, listed below.

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    • Muddy Mat

      7886 Deering Ave Canoga Park, CA 91304-5005

    • Muddy Mat

      2450 E 23rd St Los Angeles, CA 90058-1202

    Customer Complaints Summary

    • 250 total complaints in the last 3 years.
    • 98 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:01/15/2023

      Type:Delivery Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I placed an order on December 30, 2022 with Muddy Mat. I ordered 1 medium and 1 small mat along with rubber grippers totaling 90.73. Additionally another shipping fee of $21.29 was added and deducted from my account. I have emailed support twice to check on the status of my order and I have received no response. I'm afraid I'm never going to receive my product and would like a full refund.

      Business Response

      Date: 01/26/2023

      Business Response /* (1000, 5, 2023/01/20) */
      We're sorry to hear you feel that way. We sincerely apologize for the inconvenience. Upon checking the status of your order, we can see that it is currently in transit. We always look at approximately 10 business days for the successful delivery of orders. You may check your Spam or Junk folder in your email for the order and tracking confirmation. Please see the attached proof of shipment and postage of your order for reference. You may also refer to this tracking link: *********************************************************************************

      Consumer Response /* (2000, 7, 2023/01/25) */
      (The consumer indicated he/she ACCEPTED the response from the business.)
      Items were delivered

    • Initial Complaint

      Date:01/15/2023

      Type:Product Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On 12/26/2022, I ordered a muddy mat at the $24.95 special and completed a survey for "FREE" rubber scrubbers. Immediately after, 2 transactions were processed by*******: $24.95 for my original order and $42.93 for my "FREE" rubber scrubbers, for a total******* withdrawal of $67.88.

      Within 10 minutes, I cancelled a recurring******* transaction of $42.93 that I never authorized and requested a cancelation and full refund from Muddy Mat.

      I received my first response from the company on 12/31/2022 offering only a $5 refund.

      After a few more back and forth messages, we received our final correspondence from the company on 1/5/2023 saying they have submitted our request for an order cancelation to the warehouse.

      Not only have we heard nothing further, but we have not received our refund, either.

      Business Response

      Date: 01/23/2023

      Business Response /* (1000, 5, 2023/01/20) */
      We have already issued a full refund for this order. Please see the attached invoice for your reference. Should you need anything else, please do not hesitate to reach out.


      Consumer Response /* (2000, 7, 2023/01/20) */
      (The consumer indicated he/she ACCEPTED the response from the business.)
      We were issued a refund on January 18th for the full amount AFTER *** was contacted and a comment on their ******** ad was made. They would not communicate about a refund till we reached those options.

    • Initial Complaint

      Date:01/14/2023

      Type:Delivery Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Purchased 3 muddy mats and floor anchors on December 31, 2022. When purchasing the muddy mats, the company advertised that if you order within the next 10 minutes the mats would be delivered by January 9, 2023. I have yet to see the mats, and not seen any order confirmation for the floor anchors. I do see charges for both items on my bank account. I have reached out to muddy mats on January 9,2023 (no response) and again today, January 14, 2023 (don't expect a response).

      When looking at their website they are still offering a similar deal, eg if you order within the next 10 minutes you'll be seeing the item delivered by January 19th (this is what I seen today, 1/14/23).

      Any assistance would be much appreciate. Planning on requesting a charge back from my bank if I don't see a response from them by this coming Friday, 1/20/23.

      Thanks,
      ***************

      Business Response

      Date: 01/25/2023

      Business Response /* (1000, 5, 2023/01/20) */
      We have already canceled the order and processed a full refund for all transaction. Should you need anything else, please do not hesitate to reach out. Thank you.


      Consumer Response /* (2000, 7, 2023/01/21) */
      (The consumer indicated he/she ACCEPTED the response from the business.)
      Quick summary/my recommendation: Thanks to**** the company reached out to me, and by being forceful I was able to get a refund.

      This company will lure in you with false advertising to get a customer to purchase their items. Only way to get a response is to reach out to****, and the only way to get a resolution is to be forceful.

      Full summary: Thanks to**** the company reached out to me.

      In the first email response, they explained the delay of my order due to receiving a number of orders, that their fulfillment center fulfills most ordered within a 24-48 hour window, and that my order was potentially delayed due to the number of orders received. While I do understand that the amount of order would delay when you would be able to fulfill and ship out an order, you should have the inventory in stock to support such advertising. Specifically, they advertised a timeline of when you would get an item if ordered within a specific time window.

      After 3 more email exchanges back and forth of me requesting a refund they finally issued a refund for the two products I ordered. They did try to keep my business by offering me a gift card for $100 and then 30% off my order. While I appreciate their efforts I just wanted to be done as I had no faith that I would receive any items from them in a timely manner.

      I can confirm that I have received said refund, will not be purchasing any future items from this company, and would caution other from purchasing from here as well.

    • Initial Complaint

      Date:01/14/2023

      Type:Delivery Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I placed the order on 12/7/22. It was "shipped" 12/18/22.I still have not received, the tracking # has no information. I emailed with my issue to no response & have tried calling again with no response. I'd like my $69.93 refunded

      Business Response

      Date: 01/20/2023

      We have already canceled the order and processed a full refund for this transaction. Should you need anything else, please do not hesitate to reach out. Thank you.
      See Attachment/File: *********************************** - Order AEAE85BEE1 - Invoice.jpg

    • Initial Complaint

      Date:01/13/2023

      Type:Customer Service Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I placed an order with Muddy Mat on 12/14/2022. I thought I had ordered four of their muddy-mats, however it showed only one on the order. I contacted the company by email stating the issue. I received one response stating they would contact me to rectify the order. I received no call or emails. After a week went by I sent another email stating I had not heard back. They responded saying someone would definitely be calling me. Another week and no call or email. I called the number they gave me, spoke to a woman who seemed to want to help but she needed a supervisor to approve the change. She could not reach one and said she would have someone call me back. Again, no call back and another week goes by. I sent TWO more follow-up emails and also called again, TWICE! I was on hold for more than 30 min. each time. To date, I have neither received any further communication or even the one mat which was ordered and PAID FOR IMMEIDIATELY upon order completion. I requested a refund in my last email, but of course, have received none.

      This is NOT an honorable company!!! Do not purchase anything from them. Apparently they also have an incense business called Incents Waterfall. Don't buy anything from them either, as I am sure they will rip you off!

      Business Response

      Date: 01/23/2023

      Business Response /* (1000, 5, 2023/01/20) */
      We have already canceled the order and processed a full refund for this transaction. Should you need anything else, please do not hesitate to reach out. Thank you.


      Consumer Response /* (2000, 7, 2023/01/21) */
      Muddy-Mat finally contacted me via phone and has refunded my purchase. This all could have been avoided if they had just dealt with the issue in a timely manner. I still suggest buyer beware when dealing with this company. This case can now be considered closed.

    • Initial Complaint

      Date:01/12/2023

      Type:Delivery Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I placed and order and received confirmation of my order on 12/29/2022 in the amount of $69.95. I have received no updates or status on my order, even after reaching out multiple times.

      Business Response

      Date: 01/31/2023

      Business Response /* (1000, 5, 2023/01/20) */
      We have already canceled the order and processed a full refund for this transaction. Should you need anything else, please do not hesitate to reach out. Thank you.

    • Initial Complaint

      Date:01/11/2023

      Type:Delivery Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I placed an order for three muddy mats on December 12, 2022. Order # **********. I was immediately charged $79.92 and the money has already been withdrawn from my bank account. Today is January 11, 2023 and I've still not received my order. I sent an email on January 10, 2023 to ************************, which is the email address listed on the email receipt I received and I received a not deliverable message saying that **************** is not an active domain. Later that evening, I called the number listed on the email receipt I received, ************, after waiting for 25 minutes, I was prompted to leave a message, which I did and I've not received a response back. I'm requesting a full refund for my purchase.

      Business Response

      Date: 01/23/2023

      Business Response /* (1000, 5, 2023/01/19) */
      We sincerely apologize that you did not receive your order as promptly as you expected. We experienced an unusual large number of orders which disrupted the normal delivery time frame. There was also an error in our fulfillment system that added to the delay. We have already canceled the order and processed a full refund. Should you need anything else, please do not hesitate to reach out. Thank you.


      Consumer Response /* (2000, 7, 2023/01/20) */
      (The consumer indicated he/she ACCEPTED the response from the business.)
      Refund was received.

    • Initial Complaint

      Date:01/11/2023

      Type:Delivery Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I placed an order for four mats on December 28, 2022. When I ordered, the website said I could expect delivery within a week. I paid and received confirmation of my order immediately. Since then I have not received the product, any shipping information. I have reached out by phone and email with no response. In fact, my emails are now being returned as undeliverable.

      Business Response

      Date: 01/24/2023

      Business Response /* (1000, 5, 2023/01/19) */
      We sincerely apologize that you did not receive your order as promptly as you expected. We experienced an unusual large number of orders which disrupted the normal delivery time frame. There was also an error in our fulfillment system that added to the delay. Upon checking the status of your order, we can see that it is currently in transit. We always look at approximately 10 business days for the successful delivery of orders. You may check your Spam or Junk folder in your email for the order and tracking confirmation. Please see the attached proof of shipment and postage of your order for reference. You may also refer to this tracking link:


      Consumer Response /* (2000, 7, 2023/01/23) */
      (The consumer indicated he/she ACCEPTED the response from the business.)

    • Initial Complaint

      Date:01/11/2023

      Type:Delivery Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I purchased a Muddy Mat and non slips strips on 12-24-22 for $51.00. As of 1-11-23, I haven't received an email with shipping info or my product. I have emailed and called numerous times and Muddy Mat does not respond.

      Business Response

      Date: 01/26/2023

      Business Response /* (1000, 5, 2023/01/19) */
      We sincerely apologize that you did not receive your order as promptly as you expected. We experienced an unusual large number of orders which disrupted the normal delivery time frame. There was also an error in our fulfillment system that added to the delay. Upon checking the status of your order, we can see that it is currently in transit. We would like you to consider keeping your items instead and we will give you a 20% discount on the item price to be refunded back to the original payment method used for the order, just to make it right for you. We look forward to hearing back from you soon.


      Consumer Response /* (2000, 7, 2023/01/22) */
      (The consumer indicated he/she ACCEPTED the response from the business.)
      Thank you for advocating for me. I finally received the products I ordered as a direct result of your intervention.

    • Initial Complaint

      Date:01/09/2023

      Type:Delivery Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I placed an order over two weeks ago with this company. The order number was confirmed and is #****.
      After that there has been zero response. I cannot get a hold of the company. They do not respond to email nor answer the phone number.
      I want a refund and there is no way to request a refund via the website either.

      Business Response

      Date: 01/25/2023

      Business Response /* (1000, 5, 2023/01/19) */
      We sincerely apologize that you did not receive your order as promptly as you expected. We experienced an unusual large number of orders which disrupted the normal delivery time frame. There was also an error in our fulfillment system that added to the delay. We have already canceled the order and processed a full refund. Should you need anything else, please do not hesitate to reach out. Thank you.


      Consumer Response /* (2000, 7, 2023/01/20) */
      (The consumer indicated he/she ACCEPTED the response from the business.)
      Even though I had emailed twice and called once, Muddy Mat only responded after I filed the original complaint.
      Muddy Mat canceled the purchase and issued a refund only after additional dialogue thatI will attach and share. To summarize, first, they offered me a $100 ******* credit if I changed my mind. I said no thank you. Next, they offered a deep discount. I told them that I would let my credit card company know that that they were continuing to try to bribe me instead of honoring my reqest.
      At that point, I reeived a notification that my order was cancelled without any additional communication from them.
      To think this all could have been avoided with just old fashioned, proactive communication and customer service.

    Muddy Mat is NOT a BBB Accredited Business.

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